Bad service Delivery

My Father passed away over 2 years ago and The company who was dealing with his policies was messing us around for the payout My Brother is in the United Kingdom where my father passed away and I am the eldest but could not travel abroad from south africa so I left it to Him to sort out for us My brother is Jayson Luba and he sent in a complaint to the pension Ombudsman in UK. They sent him a reply stating they are working on the complaint and gave a reference number of CAS-38938-Q3P2 with the person with the name of Joshua Kelly/jurisdiction Adjudicator with tel ***7 that was working on this case. now would anyone accept this type of service delivery from the person working on the case when My brother is calling this guy once a week and is only getting voice mail he leaves messages and gets not reply Jayson then sends Emails try get a response to what is happening with the process and all he gets is that the guy is working from home as in lockdown. Now I work from home as well due to lockdown here in South Africa and still manage to do all the work dealing with clients on a daily basis as a consultant and don't use this excuse that i am working from home I actually do my work. This Joshua is instead of sorting out this process as it is now dragging on and needs to come to a conclusion and be completed which is not happening it is been dragged on now with a excuse that I work from home and cannot do my work properly as i cant go to the office then I would say Give the process to someone who can actually do there work and sort this process out speedily that can actually work on the case dont give this excuse i work from Home as more than 85% of the world population are working from Home due to this Covid situation and they can manage to do there work without problems so why then can this guy not do his work and use the Covid as a excuse to actually not do his work then. In conclusion I ask is this acceptable customer service protocol from a Ombudsman to use excuses to not do his work correctly and ignore calls and emails hoping My brother will just give up and go away My brother has been trying to resolve this issue since my father passed away and sent my fathers ashes here to me in South Africa to lay to rest on His Fathers Grave which cannot be done as we are waiting for the payout so I can finally lay my father to rest as this was his wishes which cannot be completed until they have sorted this out as finances is not available to complete my fathers last wishes due to this case being dragged out and we have now tried what we can to get this sorted but all we get is excuses no resolution. Jayson Has tried all he can and is going to try again Monday to contact this Joshua Kelly to see if he can get some answers and I am so frustrated with this service that is given that is suppose to be from a 1st world country that uses excuses as a answer for poor service delivery